Query Management Senior Associate Job in Mumbai at Firstsource Solutions Ltd.

Responsibilities of the Candidate:

• Respond to customer inquiries promptly and professionally via phone, email, and chat, providing accurate information and resolving issues effectively.
• Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
• Demonstrate empathy and understanding while addressing customer needs and concerns.
• Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
• Escalate complex issues to the appropriate teams or supervisors for timely resolution.
• Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
• Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
• Analyze customer issues and apply problem-solving skills to identify root causes and implement effective solutions.
• Collaborate with internal teams to resolve customer concerns that require cross-functional support.
• Develop a comprehensive understanding of the organization's products and services to provide accurate and helpful information to customers.
• Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
• Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
• Communicate effectively with customers and internal teams, using clear and professional language.
• Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
• Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

Requirements: